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#1 worst customer support in the industry, IMHO

reillanreillan Tulsa, OKPosts: 234Member Uncommon

I have never in my 3 years of playing this game had one positive experience with Turbine Support. Firstly, because they seem to close most of my tickets without actually talking to me, and if I bother to chase them down to talk to someone, that person can never seem to fix the issue.

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Comments

  • reillanreillan Tulsa, OKPosts: 234Member Uncommon

    I was about to post a second reason, but... I'm too tired of dealing with them to care...

  • TheStarheartTheStarheart Farmingville, NYPosts: 368Member

    only use IMHO when your opinion is humble...

     

    I've had good and bad experiences with Turbine. It's just how it goes.

  • fionanshrekfionanshrek madison, WIPosts: 104Member

    Originally posted by reillan

    I have never in my 3 years of playing this game had one positive experience with Turbine Support. Firstly, because they seem to close most of my tickets without actually talking to me, and if I bother to chase them down to talk to someone, that person can never seem to fix the issue.

     I've heard much worse customer support stories on this site about other games.  I have had them answer tickets I opened but in all fairness it was long before f2p.

  • blazin-aceblazin-ace Doomed, NCPosts: 302Member

    Out of curiosity, OP are you a subscription (VIP) player or F2P?

  • azmundaiazmundai St Louis, MOPosts: 1,417Member

    Yea I tried to play this game once .. sent 3 different requests for a key as I had a DDO sub and there is some idiotic conflict they can't seem to figure out ... never got a response ... I took that as a bad sign.

    LFD tools are great for cramming people into content, but quality > quantity.
    I am, usually on the sandbox .. more "hardcore" side of things, but I also do just want to have fun. So lighten up already :)

  • ZairuZairu Portland, ORPosts: 469Member

    Originally posted by TheStarheart

    only use IMHO when your opinion is humble...

     

    I've had good and bad experiences with Turbine. It's just how it goes.

     many times the H in IMHO, means 'honest'.

    now go ahead with some over-analytic retort about how wrong that is, and that any TRUE gamer would NEVER use honest, because it means humble, and if anyone thinks otherwise, KILL THEM!!!

  • AkiyeAkiye clPosts: 109Member

    Ive never had a problem with LOTRO support then again ive never had any problems with AC/DAOC/ or any others support. Well unless you count time frame and that goes to WoW pretty handly.

  • WickedjellyWickedjelly Yahoo, COPosts: 4,990Member

    /shrug

    I never had any trouble with them.  In fact, they've been one of the better ones from my experience.

    1. For god's sake mmo gamers, enough with the analogies. They're unnecessary and your comparisons are terrible, dissimilar, and illogical.

    2. To posters feeling the need to state how f2p really isn't f2p: Players understand the concept. You aren't privy to some secret the rest are missing. You're embarrassing yourself.

    3. Yes, Cpt. Obvious, we're not industry experts. Now run along and let the big people use the forums for their purpose.

  • Odium420Odium420 Denver, COPosts: 18Member

    Customer support for Turbine has always been great to me and has saved my butt big time on 2 occasions. 

     

    Pro Tip: If you are having "Account" problms they have a phone number you can call. They answer right away and speak ENGLISH (!!).

     

    Fixed me up right away. 

     

  • tyrannistyrannis Norcross, GAPosts: 198Member

    Originally posted by reillan

    I have never in my 3 years of playing this game had one positive experience with Turbine Support. Firstly, because they seem to close most of my tickets without actually talking to me, and if I bother to chase them down to talk to someone, that person can never seem to fix the issue.

    The title of this thread is an oxymoron. Just saying... 

    ##Best SWTOR of 2011
    Posted by I_Return - SWTOR - "Forget the UI the characters and all ofhe nitpicking bullshit" "Greatest MMO Ever Created"

    ##Fail Thread Title of 2011
    Originally posted by daveospice
    "this game looks like crap?"

  • IcemastaIcemasta Trois-Rivieres, QCPosts: 151Member

    I come and support this. I recently got suspended for cussing, in a private channel with mostly "friends", regardless of the fact that it's not clearly stated in their CoC that swearing is against the rules (The rule is about being disruptive in chat and then they give example like cussing, spamming, trolling etc...). Even the people in the channel agreed with me that I didn't disrupt the "flow of the chat" ( as per CoC definition) and GMs didn't give a shit and then I got a 3 days suspension.

    Apparently they monitor PMs, party chat, kin chats, etc... regardless of reports.

    Also, I once had an issue where I didn't get my Turbine points because of a system crash and it took 2 weeks of contacting customer support and getting elevated to a higher tier a couple of times before I got to someone who told me that the sale wasn't recorded and this went on until I got my bank to reverse the charges and then they realized that I had be charged. No apologies or anything.

    Also another time when I bought items that were on sale but got billed full priced because of a bug in their store and location (It thought canada wasn't in north america or something) and took a good week to get my points back.

    I got a dozen other tickets I had open with them because of stupid shit like that, like losing half my items on the server changes when it went F2P and took a week to get it back, etc...

  • kastakasta Mineola, TXPosts: 512Member

    I must be blessed.  I've never had a problem with Turbine's support and I never had a problem with SoE's support when I played their games.  Only company that gave me any runaround was NCSoft.

  • seabass2003seabass2003 Medina, WAPosts: 4,144Member

    Originally posted by Icemasta

    I come and support this. I recently got suspended for cussing, in a private channel with mostly "friends", regardless of the fact that it's not clearly stated in their CoC that swearing is against the rules (The rule is about being disruptive in chat and then they give example like cussing, spamming, trolling etc...). Even the people in the channel agreed with me that I didn't disrupt the "flow of the chat" ( as per CoC definition) and GMs didn't give a shit and then I got a 3 days suspension.

    Apparently they monitor PMs, party chat, kin chats, etc... regardless of reports.

    Also, I once had an issue where I didn't get my Turbine points because of a system crash and it took 2 weeks of contacting customer support and getting elevated to a higher tier a couple of times before I got to someone who told me that the sale wasn't recorded and this went on until I got my bank to reverse the charges and then they realized that I had be charged. No apologies or anything.

    Also another time when I bought items that were on sale but got billed full priced because of a bug in their store and location (It thought canada wasn't in north america or something) and took a good week to get my points back.

    I got a dozen other tickets I had open with them because of stupid shit like that, like losing half my items on the server changes when it went F2P and took a week to get it back, etc...

    Not true, someone reported you.

    In America I have bad teeth. If I lived in England my teeth would be perfect.

  • IcemastaIcemasta Trois-Rivieres, QCPosts: 151Member

    Originally posted by seabass2003

    Originally posted by Icemasta

    I come and support this. I recently got suspended for cussing, in a private channel with mostly "friends", regardless of the fact that it's not clearly stated in their CoC that swearing is against the rules (The rule is about being disruptive in chat and then they give example like cussing, spamming, trolling etc...). Even the people in the channel agreed with me that I didn't disrupt the "flow of the chat" ( as per CoC definition) and GMs didn't give a shit and then I got a 3 days suspension.

    Apparently they monitor PMs, party chat, kin chats, etc... regardless of reports.

    Also, I once had an issue where I didn't get my Turbine points because of a system crash and it took 2 weeks of contacting customer support and getting elevated to a higher tier a couple of times before I got to someone who told me that the sale wasn't recorded and this went on until I got my bank to reverse the charges and then they realized that I had be charged. No apologies or anything.

    Also another time when I bought items that were on sale but got billed full priced because of a bug in their store and location (It thought canada wasn't in north america or something) and took a good week to get my points back.

    I got a dozen other tickets I had open with them because of stupid shit like that, like losing half my items on the server changes when it went F2P and took a week to get it back, etc...

    Not true, someone reported you.

    The second swear the GM pointed to was in party chat that I was currently in. Yes, the first time someone reported me.

  • EmeraqEmeraq Medical Lake, WAPosts: 927Member Uncommon

    Customer service has been great for me on the two instances I had to contact them.

     

    My account was hacked, password stolen (and no I don't use power leveling or what not, I'm a lifer and my max character is still only 48 if that tells you anything about how casual I am). Turbine asked some questions about my account history, card sub was purchased on, you know the standard stuff.

    They reset the email address back to my email address, and reset the password. Then once I got in game I discovered that my vault was wiped clean of crafting materials and even some of the 'pre F2P' cosmetic items.

    I immediately contacted turbine, retold the regaining my account story, they told me they'd look into it and get back to me. A couple of days later they informed me that my game had been taken over by gold farmers and that they couldn't replace my items, but gave me 12 gold, (I think, it may have only be 10)

    Which was fine, I was able to buy some more crafting mats, and think I stil have 4 gold left of what they gave me.

  • OmaliOmali MMO Business Correspondent Orchard Park, NYPosts: 1,114Member Uncommon

    Their customer service must be so bad, that they stole all of the OP's examples, because he didn't give a single concrete point of bad customer service. 

    Check out my monthly column on MMORPG.com.

    image

  • reillanreillan Tulsa, OKPosts: 234Member Uncommon


    Originally posted by blazin-ace
    Out of curiosity, OP are you a subscription (VIP) player or F2P?

    Lifetime (VIP)

  • reillanreillan Tulsa, OKPosts: 234Member Uncommon


    Originally posted by Omali
    Their customer service must be so bad, that they stole all of the OP's examples, because he didn't give a single concrete point of bad customer service. 

    The problem is that I am hyper-careful regarding libel... not gonna risk it...

  • PagoasPagoas Little Rock, ARPosts: 106Member Uncommon

    i've had good and bad experiences with lotro's customer support... i'm a vip, "founder", one of the original beta testers for the game back in 2006.  although i haven't played it since its gone freemium.  like most customer support anywhere... they usually just ignore you until you go away.  if you want really horrible customer service try comcast or at&t.

    image
  • AshlarAshlar San Diego, CAPosts: 54Member

    Originally posted by reillan

     




    Originally posted by Omali

    Their customer service must be so bad, that they stole all of the OP's examples, because he didn't give a single concrete point of bad customer service. 




     

    The problem is that I am hyper-careful regarding libel... not gonna risk it...

    It's not libel if it's true. So are you saying that you have no instances of bad customer service?

    <p align="center" style="font-family: arial;"><a href="http://www.wizards.com/magic/playmagic/whatcolorareyou.asp"; target="_blank"><img src="http://www.wizards.com/magic/images/whatcolor_isblue.jpg"; border="0"><br/><b>Take the Magic: The Gathering 'What Color Are You?' Quiz.</b></a></p>

  • Cyberdeck7Cyberdeck7 Fingerlakes area, NYPosts: 239Member

    I didn't really like that one time where they took the game that I thought I'd purchased and completely changed it.

    They also tricked me into paying for the development of said change for 6 months when they were supposed to be working on mounted combat. At least that's what they implied when they registered all those Rohan related domain names about 6 months before they anounced the changeover.

    Then they opened a cosmetic only item shop that sells legendary weapons. This was all after they tried to infect us with a shit-ton of malware from that bargain wall thing.

    I didn't like that time at all.

  • WickedjellyWickedjelly Yahoo, COPosts: 4,990Member

    Originally posted by Pagoas

     if you want really horrible customer service try comcast 

    Words cannot explain how much that company sucks.  Worst...company...ever

    1. For god's sake mmo gamers, enough with the analogies. They're unnecessary and your comparisons are terrible, dissimilar, and illogical.

    2. To posters feeling the need to state how f2p really isn't f2p: Players understand the concept. You aren't privy to some secret the rest are missing. You're embarrassing yourself.

    3. Yes, Cpt. Obvious, we're not industry experts. Now run along and let the big people use the forums for their purpose.

  • XzitoXzito UtrechtPosts: 43Member

    g1 support aka k2newtork is even worse , in the past i reported of 100 hacker and cheater i made screenshot youtube vids , proving they were hacking also multiple acounts probleems i had they never fixed anything.

  • BogeBoge Orem, ORPosts: 182Member

    They've been awesome to me.

    1. When they had the Siege of Mirkwood for $10 like a year ago, maybe more, I bought a copy, then when it expired, I asked them if I could get another and they sold me another one for $10!

    2. Recently I meant to cancel my account, but I must have forgotten or something.  I sent them an email after being charged and they cancelled my account and refunded my money.

    I have had zero issues with them.

  • OmaliOmali MMO Business Correspondent Orchard Park, NYPosts: 1,114Member Uncommon

    Originally posted by reillan

     




    Originally posted by Omali

    Their customer service must be so bad, that they stole all of the OP's examples, because he didn't give a single concrete point of bad customer service. 




     

    The problem is that I am hyper-careful regarding libel... not gonna risk it...

    Libel only applies if it isn't true, confirming what I thought to begin with: you don't have any examples. Truthful examples.

    Check out my monthly column on MMORPG.com.

    image

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